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This article is about the use of this module as an application manager, for more information on how to use the concepts in this module as a user (for instance, details on how to create an object), see the related module in the Users part of this knowledge base: Users |
1. What is this module about
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For instance, if a toilet is broken and leaking, the facility service group might not be able unable to fix it. In this case, a work order can be created for an external contractor, like a plumber, to handle the repair or install a new toilet. The contractor can register the costs, and the work orders can be reviewed internally afterwardsafterward.
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A corrective work order is always created from within a request. |
The next parts will go into more detail on some of the core concepts of this module:
1.1 Service groups
Just like with Like requests, the service groups are also applicable apply in the corrective work orders. The requests service group and the internal responsible user is are automatically taken over to the corrective work order. The responsible user has the option to can plan and manually forward the work order to the applicable contractor.
More information about service groups can be found via Requests module.
1.2 Problem types
The problem type selected in the request , can also influence the behavior of the corrective work order behavior. Per problem type, it is possible to determine , if a corrective work order is automatically created, assigned, and send sent to the relevant contractor based on the preferred supplier role.
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Building: Spacewell Arnhem
Supplier X is the preferred supplier for Spacewell Arnhem with the role ‘Access of‘ Access Control’
Problem type: 'Front gate defect'
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Once a request with building ‘Spacewell Arnhem’ and the problem type ‘Front gate defect' is submitted, a corrective work order is automatically created, assigned to the service group ‘Facility’, assigned to the contractor 'Supplier X’, and automatically send sent to the contractor.
Because there are no manual actions involved, if a work order is automatically created via this path, a remark can be pre-defined, and a default cost item (catalog item) can be set in the problem type, that which will also be automatically added to the work order. A default cost item can be relevant if price agreements are negotiated for specific types of work (e.g., ‘Empty a container’), and the default (planned) price can automatically be included.
More information about problem types can be found via Requests module.
1.3 Cost items
Unlike in requests, it is possible to register cost items in corrective work orders. Cost items (also called work order items) can be generic or based on catalog items (this needs to be enabled via ‘Modules settings' → ‘Corrective work orders’ → ‘Use catalog items in corrective work orders’). Adding cost items based on inventory items is also possible, but in this case, the 'Inventory management’ module needs to be enabled in this case. More information about inventory management see: Inventory management module .
Before the work order is assigned to a contractor, the work order items can be added to register what the estimated costs are for handling the work order. If the user creates a generic work order item, the description, planned quantity, planned price, and the VAT rate can be entered manually. If the user adds a work order item based on a catalog item, the catalogitems catalog item name, supplier reference, and purchase price is are automatically taken over to the work order item. Catalog items used in work orders can be tools or equipment which need to that must be purchased first, for example Rubber such as rubber gloves, Nailsnails, etc.
The work order items' planned quantity and planned price is are used to determine the estimated costs. Once the work order is in progress by the contractor, the actual used quantity and price might differ and can be registered. The actual quantity and actual price eventually determine the actual costs of the work order. Insights on the planned and actual work order costs might affect the planned cost estimations or the contractors used in the future , if the planned costs are, for example, much lower then than the actual costs.
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1.4 Preferred suppliers
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For more information about preferred suppliers, see: Preferred suppliers.
For more information about requests and problem types, see: Requests module.
1.5 Tendering process (quotations)
If it is not yet clear unclear which contractor should be assigned to the corrective work order, a tendering process can be created to find the right contractor for the job. Via a tendering process, quotations can be requested from multiple suppliers.
Tendering processes are used if there are no preferred suppliers or there are a lot of many suppliers to choose from. A tendering process is a good way to find the supplier with the best price, the quickest response , can to execute the work at the earliest time, etc. Basically, which Which supplier fits best for the work that needs to be done in the corrective work order.
A tendering process can be created in Workplace Management directly from a corrective work order, or a tendering process can be done completely outside of the application.
Via ‘Module settings' → ‘Maintenance’ → ‘General work order settings’ → ‘Quotation process via separate workflow’ can be set to Yes , if the tendering process is done in Workplace Management. In this case, when creating a tendering process from the corrective work order, the corrective work order will go to a 'Quotation process’ status and will automatically continue once one of the quotations is accepted. The supplier of the accepted quotation is automatically assigned to the corrective work order.
If the quotation process is done outside of Workplace Management, the corrective work order is also moved to a 'Request quotation(s)' status. The corrective work order needs to be manually forwarded to the contractor of choice , based on the tendering process executed outside of the application (for instance, done only via email)
Tendering processes can also be created seperately separately and not only from within a corrective work order. More For more information about the process, see: Tendering process (quotations) module.
1.6 Mandate approval
In the corrective work order process it is possible to add , adding a mandate approval step is possible. A mandate approval is a step in the workflow , where a specific authorized user or user with a specific system group needs to review the work orders order's total amount and can approve or reject the work order before it is forwarded to a contractor. The mandate approval step prevents work orders from being made and send sent to contractors with a (unauthorized) large total amount.
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If the mandate approval is executed based on a personal (maximum) mandate amount, the mandate approval option ‘by manager’ is used. Every user creating corrective work orders , has a personal mandate amount and can approve the corrective work orders up to the maximum total amount similar to the personal mandate amount.
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If the corrective work order total amount exceeds the personal mandate amount of the user, the manager of the user needs to approve the corrective work order next. If the corrective work order total amount also exceeds the personal mandate amount of the manager, the next manager needs to approve the corrective work order next until the personal mandate amount is sufficient.
To use the mandate approval by manager, all applicable users creating corrective work orders , need to have the manager and personal mandate amount registered. Also, register the same information for every manager. The manager and personal mandate amount can be registered on the user's contact page of the user.
If the corrective work order total amount exceeds the personal amount of the user, the users user's manager is the next user to approve the corrective work order , until the approver's mandate amount exceeds the corrective work orders order total amount.
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Example: There are three users with a manager and a mandate amount specified up to which they may approve:
A corrective work order is created, and mandate approval for corrective work orders is enabled.
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By a specific group (from a specific amount):
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Example:
A corrective work order is created, and mandate approval for corrective work orders is enabled.
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If the mandate approval is determined per problem type, the mandate approval can be configured in each problem type separately, where it actually applies.
Both mandate approval options mentioned above , can also be configured on at the problem type level.
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Example:
A corrective work order is created, and mandate approval for corrective work orders is enabled depending on problem type.
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1.7 Planboard
The corrective work orders module also has a planboard option. Already planned corrective work orders can be consulted in a calendar view (daily, weekly, and monthly), and not yet assigned corrective work orders can be assigned via the planboard to contractors. More F more information about the planboard see: Work order Planboard.
1.8 Supplier access
After the corrective work order is forwarded to the (internal or external) contractor, the work order needs to be handled by the internal or external contractor. If the contractor does not have a user account in Workplace Management to be able to handle the work order, the responsible service group or the work order is assigned to handle the work order on behalf of the contractor.
If the contractor does have has a user in the application, the contractor needs to must handle the work order themselves. Supplier access can be enabled to provide the contractors a user friendly overview with all work orders to be handled.
More For more information about supplier access see: Supplier access.
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The following part describes the workflow of a corrective work order from a high-over point of view. For a detailed description, see the user manual Corrective work order module for (end)users.
Create a corrective work order
A new corrective work order can either be created manually from a request (if corrective work orders in general or for this problem type is are enabled), or the corrective work order can be created automatically, determined by the problem type settings. Many fields are automatically taken over from the request (subject, description, service group, internal responsible, etc.). The user can add generic-, catalog- and/or inventory items (depends depending on the settings) with planned quantities and prices.
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If the contractor is not yet determined , when creating the work order, the work order can be submitted. The contractor can be linked to the work order in the next step manually or via a tendering process during the next step.
If the contractor is automatically determined via preferred suppliers , when creating the work order, the work order can be directly forwarded to the contractor.
Optional: Start tendering process
If A tendering process can be started if a contractor needs to be selected from a list of potential contractors, a tendering process can be started. The tendering process can either be a new process in Workplace Management or completely outside of the application. The contractor with the best quotation can be selected and assigned to the work order.
Optional: Mandate approval
If mandate approval is applicable, the mandate approver needs to approve or reject the work orders' total amount , before the work order is send sent to the contractor.
Corrective work order in progress
The corrective work order is in progress, and the contractor needs to handle the work specified in the work order. If the contractor has a user acountaccount, the contractor can directly handle the work order in the application. If the contractor does not have a user account, then the internal responsible need to handle the work order on behalf of the contractor. The actual quantity and prices used during the handling of the corrective work order can be registered.
Optional: Retract or reschedule
If a corrective work order is in progress , but needs to be rescheduled to another date, the internal responsible can reschedule the work order and forward it to the contractor again. If the corrective work order needs to be assigned to another internal responsible, the corrective work order can be retracted and is again assgined assigned to the whole service group, ready to be picked up and assigned to a contractor.
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After the work order has been handled, the internal responsible can review the work executed. The review can also be done automatically (via a setting). If the internal responsible rejects the work, the work order will go back return to the contractor with additonal additional information about the rejection and the . The contractor needs to handle the work in the work order again.
Optional: Financial administration
If the executed work is approved, the financial administration surrounding this work order can be executed as a task in the workflow (depending on the setting). The contractor might send an invoice , which needs to that must be registered and paid.
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1.10 Other relevant options
Financial administration
Via Adding a' Financial administration' step in the workflow is possible via a general work order setting (so it is applicable on which applies to corrective, preventive, and LTMP work orders), it is possible to add a 'Financial administration’ step in the workflow. As soon as the invoices from the contractor have been handled (checked and paid), the corrective work order can be manually closed. Incoming invoices can also be automatically matched, and the corrective work order can automatically be closed as soon as the corresponding incoming invoices are handled. More For more about incoming invoices, see: Incoming invoices
2. Automatic emails send in the workflow(s)
Workflows can automatically send emails after a certain task is executed or a workflow has been in a status for a certain amount of time. The default emails need to be activated per workflow. For more information on how to enabled the default workflow emails, see Workflow emails. For the corrective work order module, the following default workflow emails are available:
Email content | When is it send | Send to |
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The confirmation to the contractor to handle the work order including an attachment with more details about the work to be executed | Once the corrective work order is forwarded to the contractor | The contractor of the work order |
A request to the mandate approver(s) to approve the corrective work order total amount | Once the corrective work order is forwarded to the contractor (only if mandate approval for corrective work orders is enabled) | The mandate approve(s) of the work order |
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more information on enabling the default workflow emails, see Workflow emails.
For the corrective work order module, an overview of the default workflow emails can be found in the user manual: Corrective work order workflow emails
3. General corrective work order module settings
To navigate to all the general corrective work order model settings, go to Modules settings → tab corrective work order. Hover over the available settings to get more information about a specific setting:
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4. Additional information on this module
More information on the Corrective work order module can be found via in the following related articles:
For an (end) user manual, see: Corrective work orders module for (end)users
For more detailed implementation information (including how to enable the module, which system groups are involved, data imports, and more information on the startboard and navigation menu options) see: Corrective work orders module activation and information